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Goldilocks and the Three Testing Scenarios

Goldilocks and the Three Testing Scenarios

Sitting in her plush, window-view corner office in the Log Cabin Bedding Enterprises corporate building, CSR Manager Goldilocks was reviewing the latest message from Oracle regarding the upgrade project for her Oracle Service Cloud site. Thinking aloud to herself (which she often did), "Well, Oracle Upgrade Engineering has finished their work for the upgrade project and have handed-off the Upgrade site to us for User Acceptance Testing (UAT). How should I get this done to make sure all of our customizations and critical functionality perform the same with this new version of the product?"

Thinking to herself, Goldilocks tried to work through different testing approaches to complete UAT for the upgrade project. "Testing every piece of functionality that we use in the product will require an extraordinary amount of resources and I know our CEO, Nathanial "Pappa" Bear, would not be happy if I spent a lot of resources on an upgrade project. That sounds like too much testing."

"Or, I could just run through the Upgrade site myself, or maybe even have one of my CSR reps do it real quick. However, if we miss something in our testing that causes a problem after the upgrade to the new version, then our VP of Marketing, Chris "Baby" Bear, will be really upset and I'll be in meetings and writing Root Cause Analyses' for weeks. That sounds like too little testing."

"Maybe, just maybe, I can come up with a way that will test all of our customizations and business critical functionality but not go too far or involve a large resource cost. A middle-of-the-road method that will still determine if there are any issues with the new version. This would keep management happy and give us access to all the newest functionality available in the latest release from Oracle Service Cloud, making our COO, Erica "Mamma" Bear, super happy. The Browser User Interface, Chat functionality updates, Social Monitoring, etc., are exactly what she has been looking for in the product. That sounds just right, I think."

Continuing her thinking out loud (lucky for us readers), Goldilocks envisioned what her preparations needed to be to make her 'just right' testing plan successful. "Let's see, my upgrade project manager from Oracle provided a link to one of their knowledge base answers with some guidance for upgrade testing...Answer ID 8643, I think. That's it! Let's see, I can get started with my testing plan. Setting up Test Servers with our IT staff to test CRON jobs or data transfers, got it. Making sure our workstations are compatible with the latest version requirements. I'll have Dave do that. Documenting all of our critical business workflows will be his task. That's a good idea. That way, I can use anyone in the CSR group to test, since they will have it all laid out in front of them. Testing first in Production and then in the Upgrade site and noting any differences..."

And on she planned (out loud), eventually getting her plan just right. "This will be perfect. We can skip over the basic product functionality and concentrate on those areas that are critical to our business. That will ensure that we have tested the areas that will impact our business, should there be any changes in the product's behavior. And, we can keep the resource requirements to a minimum."

The next week, after UAT was completed and the upgrade cutover finished, Goldilocks was reviewing the upgraded site and completing a few last-minute post-cutover validations. Thinking to herself (yes, out loud again), "That went great!  And, I have read some Community posts about the Auto Upgrade Program and how it could keep my site upgraded regularly, with every quarterly release of the Service Cloud product.  I wonder what it would take to get enrolled into that Program?" And, as often happens in fairy tales, a new email arrives from Oracle, telling her that her site is now eligible for the Auto Upgrade Program.  Thinking, "This will be awesome! I don't have to perform UAT testing anymore - all my customizations are built using Oracle's Managed Frameworks however, I can still test if I wanted to. A win-win for the company. I'm going to enroll!" 

And everyone in the CSR group lived happily ever after at Log Cabin Bedding Enterprises.  

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Comments ( 14 )
  • JustRhianna Thursday, February 23, 2017

    Very entertaining and useful

  • Colin Campbell Thursday, April 20, 2017

    Nice post...

    I am looking forward to the 3 Little Pigs and the Big Bad [Something]

  • Jess Campbell Thursday, April 20, 2017
    We have a checklist. It was a project of mine last year.
  • Robert Pozderec Friday, April 21, 2017

    Checklist that covers all major components is the way to go.

  • Tasha Sylvester Saturday, April 22, 2017

    Important information, thank you for posting. The prep for an Upgrade is critical
    as well as defining re-usable material to allow the application team to run with their
    portions to test and document everything is operational as intended.

  • Chandini Davis Tuesday, April 25, 2017

    Who doesn't love a good story and a good checklist?

    • Read post - Done
    • Comment on Post - Done
    • Rehab your testing checklist - Pending
    • Make a list of lists - Done
  • Bryan Arndorfer Tuesday, May 2, 2017

    What I enjoy about this is the struggles of testing. Too much and its a waste, too
    little and you pay for it with post upgrade work. That goldilocks scenario is exactly
    what you want to achieve! And in my experience has been what we get to after a few
    tests of the testing plan and finding out when we did too much or too little.

  • Kurt Helfrich Thursday, May 4, 2017

    I think that the custom tasks on the checklist are an awesome feature. We have a
    lot of customizations, so the custom tasks and folders help us manage testing of our

  • Shannon Greene Thursday, May 11, 2017

    I have a checklist to run thru on my own (basic stuff), and then I let the users run
    thru a few more in-depth scenarios that they would do in their normal workflows. At
    that point, we have hit all our major functionality and customizations.

    We only tend to have issues with the integration service we use to allow Omni-channel

  • Julia Neary Tuesday, May 16, 2017

    Agree with the other posters - a checklist is the way to go. We spend most of our
    time testing our customizations and add-ins.

  • Franky Weber Faust Monday, July 24, 2017

    Cool and very funny.

  • Marc Grant Tuesday, July 25, 2017

    We have a Jira item with sub-tasks for each area we test and the go-live cutover tasks.
    Each sub-task can be assigned to the relevant person and due dates can be added if
    necessary. We simply clone that for each upgrade, considering our lessons learned
    from the previous upgrade and adding/editing tasks as required..

    I'm not saying we're perfect, but the team are getting pretty good, although the challenge,
    as always is getting all integration points set up for end-to-end testing.

    We're a few versions behind at the moment, so want to get caught up soon, and see
    how much closer we are to the AUP this time!

  • Chris van Es Wednesday, August 22, 2018

    Agree. We use checklist as well since 2007 and are now on the auto upgrade program.
    The upgrade manager from Oracle is a great help.

  • Praveen Wednesday, July 22, 2020
    Having a test script in place with critical business flows helps to test after every upgrade. I liked the story telling in this blog.
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